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Call Recording Provides Necessary Backup for Decker Truck Lines

  By Stefania Viscusi, Assignment Desk, Content Management

The trucking industry plays a central role in the U.S. economy. Freight that moves across the nation ensures products and goods are on store shelves and keeps manufacturing, driving and fuel industries in operation.

For those companies in charge of large fleets of trucks to transport items, it’s important that drivers, fleet managers and customers are all able to communicate confidently and clearly throughout the sourcing and delivery processes.

Communications between fleet managers and drivers are especially critical to the success of operations. To ensure that details about load information and safety requirements are happening, a call recording solution for company-wide communications is necessary.

To assist on this front, Decker Truck Lines, a large trucking services provider, turned to ISI Telemanagement Solutions (News - Alert) for their call recording offerings.

Working with authorized partner, Sirius, and together with the Verba Recording Solution, ISI offers the ability to record all calls as well as those happening with customers from their call center  Cisco (News - Alert) Unified Contact Center Express (UCCX) platform and outside lines and centralizing all those interactions into a centralized system for archiving and searchability.

Now agents and truckers can communicate confidently knowing their calls are backed by recordings to prove protocol was followed and that customer satisfaction levels are being always met.

As part of the implementation, ISI and Verba also deployed 70 compliance recording licenses for the trucking company as well as 5 on-demand recording licenses for the legal team.

With recordings, the company can hold employees responsible for their tasks while keeping an accurate log of all conversations should an issue arise in the future. Easily finding and reviewing the recordings for key information is easy using the system. 

Other advantages of the system being utilized by the team at Decker Truck include silent monitoring by supervisors whisper coaching to improve training on the spot.

Together, Verba and ISI provide a solution that makes it easy to record and store all media types stored and easy to access location. It also makes it easy to customize access control and auditing and sort through massive archives of recorded calls using a secure web interface.